Insurance Claim - Springs Mall

I submitted a claim for a lost phone with Edgars in Springs Mall and was assisted by Pearl. I Phoned her on the 12th to follow up on the claim and she advised that there is a "block" on my account and the insurance company is unable to proceed with my claim. I called the Edgars customer care number to enquire about this apparent block on the account and I have been advised there is no block and that my account has a zero balance. The consultant further advised that if i dont make any purchases on the account then the insurance is automatically cancelled. Please investigate and revert back to me.